Refund policy

The following right of withdrawal applies to consumers only.

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession.


 

Important note first:

For returns, withdrawals, complaints or refund requests, please use our official returns, refund and withdrawal centre first.

That way your request can be handled faster, more securely and matched clearly to your order.

Because of a very high volume of enquiries by email, WhatsApp, TikTok and other channels, ordinary emails may sometimes be seen or processed with a delay.

Our official returns, refund and withdrawal form is transferred directly into our internal processing system and reviewed with priority.

Withdraw from the contract / open the returns, refund and withdrawal centre

Using our centre is not mandatory. You may also exercise your withdrawal by any other clear statement, for example by email or letter.


Electronic withdrawal function / withdrawal button

Consumers may also declare their withdrawal through our electronic withdrawal function.

For this purpose we provide a clearly recognisable, easily accessible and permanently available online function through which the withdrawal from a contract concluded online can be transmitted electronically.

Withdraw from the contract

Through this function you can submit the information required for the withdrawal, in particular:

  • name of the consumer
  • order number
  • email address used for the order
  • the goods or order concerned
  • a statement that the contract is being withdrawn from

After you have submitted your withdrawal through our electronic withdrawal function, you will receive confirmation of receipt of your withdrawal without undue delay on a durable medium, for example by email.

Using the electronic withdrawal function is not mandatory. You may still exercise your right of withdrawal by any other clear statement, for example by email or letter.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.


Right of withdrawal

You have the right to withdraw from this contract within fourteen (14) days without giving any reason.

The withdrawal period is fourteen (14) days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement.

You can use our electronic withdrawal function for this:

Withdraw from the contract / open the withdrawal centre

Alternatively you can declare your withdrawal by email or letter.

Contact for withdrawals:
Magic Milk Germany – Mertorhan Avci
Weidenauer Strasse 174
57076 Siegen
Germany
Email: returns@magicmilk.de

Please complete all details fully and truthfully so that your request can be matched clearly to your order.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

If you use our online withdrawal form, we will confirm receipt of your withdrawal without undue delay on a durable medium, for example by email.


Effects of withdrawal

If you effectively withdraw from this contract, we will reimburse all payments we have received from you, including the costs of delivery.

This does not cover additional costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us.

Reimbursement will be made without undue delay and no later than fourteen (14) days from the day on which we received notice of your withdrawal.

For the reimbursement we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you.

You will not be charged any fees as a result of this reimbursement.

We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earlier.


Returning the goods

You must send back the goods without undue delay and no later than fourteen (14) days from the day on which you informed us of the withdrawal.

The deadline is met if you send back the goods before the period of fourteen days has expired.

The customer bears the direct cost of returning the goods.

Please send returns only to the return address we give you. Unpaid or insufficiently franked shipments may incur additional costs.

Please keep the proof of posting and the tracking number of the return until the matter has been fully settled.


Condition of returned goods

The goods must be returned complete, unused and – where sealed hygiene, health or food supplement products are concerned – unopened and with the original seal undamaged.

Please make sure the goods are packed securely for transport so that they are not damaged on the way back.

You only have to pay for any diminished value of the goods where that loss of value results from handling the goods in a way that was not necessary to establish their nature, characteristics and functioning.


Exclusion and expiry of the right of withdrawal

The right of withdrawal does not apply, or expires, in particular for:

  • sealed goods that are not suitable for return for reasons of health protection or hygiene, where their seal was removed after delivery;
  • food supplements and comparable products whose seal was removed after delivery;
  • goods that are liable to deteriorate rapidly or whose expiry date would quickly be exceeded;
  • opened, used, damaged or tampered-with products, where these are not suitable for return for reasons of health protection or hygiene.

Opened or unsealed food supplements cannot be taken back for reasons of hygiene and health protection.

This is based in particular on sec. 312g(2) no. 3 of the German Civil Code (BGB) for sealed goods that are not suitable for return for reasons of health protection or hygiene where their seal was removed after delivery.

Your statutory warranty rights in the case of defective goods remain unaffected.


Complaints, damage and problems with the shipment

Please check your order immediately upon receipt.

If a product arrived damaged, the wrong item was delivered, an item is missing or there is any other problem with the shipment, please contact us without delay by email at:

reklamation@magicmilk.de

Please include the following information in your message:

  • order number
  • full name
  • email address used for the order
  • a short description of the problem
  • clear photos of the product
  • photos of the packaging
  • a photo of the shipping label

Please use a clear subject line, for example:

  • Complaint – order number …
  • Damaged goods – order number …
  • Problem with shipment – order number …
  • Wrong item – order number …

The photos submitted must show the reported issue clearly and completely. The product, the packaging and the shipping label must be clearly identifiable.

The images must be genuine, unaltered and verifiable. AI-generated, subsequently edited, manipulated, misleading images or images taken from the internet will not be accepted as evidence.

Where there is a suspicion of manipulated or deliberately false evidence, we reserve the right to document the case, request further evidence and have it examined legally.

A replacement delivery, re-shipment or refund in connection with a complaint will only be made after the case has been examined successfully.

Your statutory right of withdrawal and your statutory warranty rights remain unaffected.


Model withdrawal form

If you wish to withdraw from the contract, you may use this form. Its use is not mandatory.

To:
Magic Milk Germany – Mertorhan Avci
Weidenauer Strasse 174
57076 Siegen
Germany
Email: returns@magicmilk.de

I hereby withdraw from the contract concluded by me for the purchase of the following goods:

Ordered on:
Received on:
Name of the consumer:
Address of the consumer:
Order number:
Email address used for the order:

Date:

Signature of the consumer, only if this form is notified on paper:


This English version is a translation provided for your convenience. In the event of any discrepancy, the German version at magicmilk.de shall prevail.